How do you coach? How do you motivate? How do you manage your time? How do you deal with ambiguity? How do you coach a low performer? How do you handle an agent that is not receptive to feedback? How do you manage your time? Tell me about a time you had to coach an agent that did not improve from coaching.
Do you know what safe mode is when a computer is starting up?
"I'd like to play music from my Apply TV for a dinner party tonight but I can't get anything to play"
What is good customer service to you? Is it more important to fix the problem or provide great customer service? What kind of questions would you ask if someone said their iPhone wouldn't turn on? How do I delete apps from my phone? I can't log into the wifi?
Why do you want to work for Apple?
What was the last issue with your personal device that you troubleshooted?
Role playing scenario: What would you tell a customer who presented with the following problem? "I just walked into the terminal in Atlanta after spending an hour sitting on the tarmac! I have to get to a meeting and my iPhone won't work and i need to send an email to my boss! Can you help me?"
If I had an argument with my manager or not?
How would you troubleshoot email issues.
What does customer service mean to you?
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